thepouch

stugib

Are you looking for a new case for your PDA, laptop or mobile phone? thepouch make custom-made cases (made in US, shipped to EU subsidiary here who take the orders), but unless you're willing to wait as long as they feel like it to make it, then look elsewhere.

I ordered a PDA case on 4th November last year. The site says "it's hard to give a defintive time frame, it may take only a few days but we advise customers to usually allow about 14-28 days for delivery but the exact time can vary according to the volume of work in the factory".

Well, 11 weeks later and I've still not got it!

- I chased them after 3/4 weeks and they'd lost my order. They re-ordered and said they'd be a slight delay for Thanksgiving but expect delivery in 7-10 days.
- It's now been 'made' but awaiting delivery from the US since mid-December.
- I chased last week and they said they hadn't had a delivery since Xmas but were hoping for one this week.
- I e-mailed to say I expected delivery today otherwise I'll be cancelling.

Well, no delivery today, so ring to cancel and they tell me because it's been made (and is definitely nearly in the country) then I'll only get a 50% refund, as in their T&Cs (Distance Selling Regulations don't apply because it's custom made). The fact I've been waiting 11 weeks when they say it's typically 2-4 weeks cuts no ice ("well we do say it might be longer and sometimes it's up to 3 months") - well thanks, you don't say that on your website!

So, on Consumer Direct's advice I now have to send a recorded delivery letter saying 'time is of the essence' and they'll be in breach of contract if they don't deliver by a certain date, so I have to give them another week to mess me around.

I don't know how companies can take orders on the basis of claimed typical delivery times, not even get close to meeting them, can't give a definite date when they'll be able to complete (they seem to just react to when the US sends them and have no control over orders once they're sent), and hold 50% of your money unless your prepared to wait indefinitely for them to get their fingers out.

Avoid!